Perception of Customer Service Quality in Cafes and Restaurants in Kathmandu Valley

Abstract

This study examines the perception of customer service quality in cafes and restaurants in Kathmandu Valley. Customer perception is the dependent variable. The selected independent variables are empathy, reliability, responsiveness, assurance and tangibility. The primary source of data is used to assess the opinion of respondents regarding empathy, reliability, responsiveness, assurance, tangibility and customer perception. The study is based on primary data of 121 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation and multiple regression models are estimated to test the significance and importance of the perception of customer service quality in cafes and restaurants in Kathmandu Valley. The study showed a positive impact of empathy on customer perception. It indicates that positive interaction leads to increase in customer perception. Similarly, the study showed a positive impact of reliability on customer perception. It indicates that reliability in service leads to increase in customer perception. Likewise, the study showed a positive impact of responsiveness on customer perception. It indicates that prompt response from the service provider leads to create positive perception. Further, the study showed a positive impact of assurance on customer perception. It indicates that systematic process of evaluating customer interactions lead to change in customer perception. In addition, the study showed a positive impact of tangibility on customer perception. It indicates that higher the tangibility, higher would be the customer perception.